Customer Success Manager - Indonesia

Josys • Full-time • Jakarta, Jakarta, Indonesia • 6h ago

Customer Success Manager (Remote)

About Josys:

Josys, a dynamic B2B SaaS platform startup, has embarked on a mission to revolutionize IT operations globally, following an exceptional launch in Japan and securing $218 million in Series A and B funding. Our platform enables businesses to conquer the complexities of work-from-anywhere setups, rapid digital transformation, and the proliferation of SaaS applications by simplifying, optimizing, and securing their IT operations.

With a presence in 9 countries, including Japan, India, and the USA, our cutting-edge product technology center is located in Bengaluru, India. As we continue our rapid expansion, we aim to double our full-time employee headcount in 2024, enhancing our capacity to innovate and deliver.

Josys was spun off from RAKSUL, a celebrated Japanese unicorn and Forbes Startup of the Year 2018, which is a transformation through three pioneering B2B e-commerce platforms.

About the Job:

JCI level: 2

Responsibilities:

Establishing Customer Success for Clients across SMB and Enterprise.
Defining Customer Success Strategy & Communication Planning to Execution.
Monitoring Product Usage, Designing KPIs, and Reporting.
Identifying Key Factors to Maximize Customer Satisfaction and Providing Feedback to Sales & Product Teams.
Redefining & Assessing Performance Scores to Reduce Customer Churn and Implementing Various Initiatives.
Supporting Customer Onboarding & Engagement, and Improving Overall Customer Experience Processes.
Providing Implementation Consulting & Utilization Support for Clients.
Conducting Training Sessions for Partners and End Customers.

Preferred Qualifications:

Customer Success Experience in a B2B SaaS Company is preferred/nice to have.
Experience in Designing and Executing Customer Success Operations.
Strong Ability to Structure and Abstract Problems, Define Issues, and Develop & Execute Solutions.
Prior Startup Experience or Ability to Work in an Ambiguous Environment
Experience in Conducting Training for Partners and End Customers
Strong Project Management Skills.
Experience Working with Multi-Stakeholders including Product, Sales, Marketing, Customer, and Management Teams.
Strong Technical Understanding.
Soft Skills such as Communication, Problem-Solving, Leadership, and Customer-Centric Mindset.
Strong Presentation Skills.
Good to have - Experience in Establishing Customer Success in an IT Company.

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